Head of Service Delivery - DLO - LeicesterJob Reference: BIL-002240Salary: £80,897 per annum, rising to £84,335 after probationEmployment Type: PermanentSo what’s the role all about?As Head of DLO, you will lead the operational delivery of responsive repairs across PA Housing properties within the Midlands, ensuring services are delivered safely, efficiently and in line with legislative and regulatory requirements. You will be responsible for maintaining homes to a consistently high standard, including oversight of damp and mould works, while driving service performance, value for money and continuous improvement.This is a senior leadership role focused on delivering a high-performing Direct Labour Organisation (DLO) service. You’ll ensure teams are well coordinated, customer experience is excellent, and satisfaction levels consistently reach top quartile. You will also influence the strategic direction of the service, embedding strong governance, compliance and operational excellence.This role can offer hybrid working, meaning you will be required to be in the office for around 2/3 days a week with the rest being from home, however we may need you to be in the office more within your probation, whilst you get up to speed.Some of the key tasks and responsibilities include:Lead the operational delivery of the DLO service across the Midlands, ensuring repairs are completed to agreed timescales and quality standardsOversee responsive repairs, voids, and damp and mould works, ensuring compliance with legislation and best practiceEmbed strong performance management across DLO teams, ensuring KPIs, productivity and service standards are achievedDrive service improvements through performance analysis, root cause investigation and continuous improvement initiativesEnsure residents receive an excellent customer experience and that satisfaction levels remain within the top quartileProvide visible leadership to operational teams, promoting a culture of accountability, safety and high performanceManage DLO budgets, ensuring effective cost control, forecasting and value for moneyEnsure compliance with health and safety legislation, CDM requirements and organisational policiesBuild strong relationships with internal teams, contractors and external stakeholdersRepresent PA Housing at meetings with residents, local authorities, auditors and statutory bodiesTo be successful in this role, we’d be looking for the followingSignificant experience leading repairs, maintenance or DLO operations within housing or similar environmentsStrong knowledge of responsive repairs, damp and mould, and building safety requirementsExperience managing operational performance, budgets and large multi-disciplinary teamsGood knowledge of legislation, regulation and ACOPs covering maintenance servicesStrong leadership and stakeholder engagement skills with the ability to influence at all levelsExperience delivering service improvements and driving high performanceGood technical knowledge across maintenance disciplines and direct delivery modelsStrong financial awareness with a focus on value for moneyProfessional qualification in a relevant technical discipline desirableHealth & Safety qualification (IOSH/NEBOSH) desirableFull UK driving licencePlease refer to the attached job description to find out moreWhat’s in it for you?We recognise that people are at the heart of our business and that success is dependant on enthusiastic and committed colleagues. We make sure they feel supported and encourage a culture of opportunity and learning to enable colleagues to fulfil their potential and make a real difference to people’s lives every day.In return, we reward our staff for their dedication by offering competitive salaries and an excellent discretionary range of employee benefits some of which include:26 days annual leave entitlement per annum plus bank holidays (pro rated for part time roles). With the possibility for colleagues to buy or sell a maximum of 35 hours in annual leave year subject to certain conditionsFlexible bank holidays take them when it suits youFlexible schedule & hybrid working, subject to business need and agreement with your manager. Admittedly some of our roles do require more structured working patterns than othersAccess to the Simply Health Cash plan scheme for discounted optical, dental and health care billsPerkbox Rewards Big discounts on high Street shops, cinemas, airport parking and hotels, savings with Apple, free coffee at Caffe Nero each month, download a free film each month and more!Health and Wellbeing initiatives such as fitness classes, walking clubs, meditation sessions and moreTravel to work perks such as Bike2Work Scheme, allowing you to purchase a bike under salary sacrifice & 0% Season ticket loans for bus and train tickets& much more! Check out our Colleague Value Proposition to see what else we can offer you!